Shama Ali

Administrator | Customer Service Professional | Public Sector Experience

Talent

BorehamwoodMember since June 22, 2026

Administrative and office supportCustomer service and stakeholder communicationData entry and record managementAppointment scheduling and diary managementComplaint handling and resolutionConfidentiality and data protectionCase handling and escalation managementMicrosoft WordCRM and case management systemsWorking to KPIs and service standardsTelephone and email correspondenceTeamwork and problem solving

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Administrative and office supportCustomer service and stakeholder communicationData entry and record managementAppointment scheduling and diary managementComplaint handling and resolution

About

Business Management graduate with over five years of experience in administrative support, customer service, public sector operations and case handling across HM Passport Office, NHS and retail environments. Skilled in managing high-volume workloads, maintaining accurate records, handling confidential information and delivering excellent customer service. Experienced in working in fast-paced environments while meeting strict deadlines and performance targets.

Seeking a part-time administrative, school office, NHS administration or customer service role where strong organisational and communication skills can contribute to effective service delivery.

Experience

Customer Service Advisor - Argos, UK - UK

(2023-11 - 2024-03)

Managed 50+ customer interactions daily across phone and in-person channels while meeting-strict service targets
Resolved escalated issues efficiently, maintaining customer satisfaction above 95%
Supported operational tasks during peak trading periods to ensure service continuity
Worked collaboratively within a team environment to achieve performance KPIs

Customer Service Representative - HM Passport Office - London

(2022-01 - 2023-09)

Processed and verified 40+ passport applications daily with a high level of accuracy
Ensured full compliance with government procedures and data protection standards
Managed sensitive and time-critical cases, achieving a 98% resolution rate
Worked to strict SLAs and quality benchmarks in a high-pressure public sector environment

Customer Service Advisor - NHS Vaccination Programme

(2020-10 - 2021-12)

Coordinated vaccination bookings for 60+ patients daily using internal systems
Provided accurate information while adhering to confidentiality and safeguarding policies
Maintained data accuracy and call quality above 98%
Liaised with clinical and administrative teams to support efficient service delivery

Family Career Break

(2024-03)

Took a planned career break to care for a young child before returning to the workforce. Maintained strong organisational, time-management and planning skills while managing family responsibilities.